15 March 2016, Abuja – The Nigerian Electricity Regulatory Commission (NERC) has described as unacceptable, the over 47, 127 service complaints lodged by electricity customers against the 11 electricity distribution companies (Discos) in the last quarter of 2015.
NERC said that the rather high figure was an indication of high customer dissatisfaction in the country’s electricity supply industry. It thus directed the Discos to improve on their service obligations to consumers in their network.
Declaring open a training session on customer complaints handling organised for staff of the Abuja Electricity Distribution Company (AEDC), in Keffi, Nassarawa State, the acting head of NERC, Dr. Anthony Akah, said that the Discos would need to cut down on such high incidence of customer complaints ahead of the next audit period.
He said: “It is critical that electricity distribution companies should be alive to their duties of prompt resolution of complaints to ensure improved customer service satisfaction.
“This will not only win the confidence of the customers for their service provider but also allow customers to benefit from gain of the privatisation of the power sector.”
Akah, who was represented by his Technical Assistant, Jonathan Okoronkwo, said that NERC in line with its enabling Act has put in place necessary guidelines and regulations that would assist the service providers to render efficient and effective electricity service to their customers.
He commended the management of AEDC for organising the training for its staff even as he encouraged participants to see the training as opportunity to be better equipped in the discharge of their responsibilities.
Similarly, the Assistant General Manager, Customer Complaint in the NERC, Mr. Shittu Shaibu who was among the resource persons at the training, took the participants through the relevant regulations of the Commission as they relate to customer complaints handling.
Shaibu also stated that NERC would always hold the Discos responsible in adherence to the connection, disconnection and reconnection guidelines which it had issued to them for use in dealing with their customers.
- This Day